SLA AND RESPONSE TIME

Guaranteed quality

Certain timing

All our services are covered by the Service Level Agreement which includes:

Performance of the network

Replacement times Hardware

Response times of the support

Visibility domains

Network SLA

Serverplan guarantees 99.95% uptime for all systems and ensures that all routing devices are accessible. Certain events not guaranteed by sla may occur, such as, for example, scheduled network maintenance. In this case the customer will receive an e-mail notification indicating the date set for the intervention.

Hardware SLA

Server Plan ensures the correct operation of all hardware, including servers, firewalls, load balancers, storage, switches. In the event of a hardware problem, the replacement of the faulty part will take place within 2 hours for free. This warranty does not include restoring backup accounts, rebuilding the RAID array, installing and configuring applications. In the event that the intervention for the replacement of spare parts extends beyond 2 hours, Server Plan will reimburse the Customer for 20% of the monthly service fee.

Response time SLA

The Intrepid Support Server Plan guarantees certain response times. Customer support requests, which will be assigned an identification code (ticket ID), belong to two categories:

emergency - time for the first 5 minute ticket response. This category includes server down, lost packets, routing problems.

all other cases - times for the first response to the 15-minute ticket. Telephone support is available H24 x 365GG(for shared hosting, pec and powermail is only available from 8:00 to 19:00 on weekdays). For response times of more than 5 minutes for emergencies, 15 minutes for other requests and 1 minute for telephone support, Server Plan will reimburse the Customer for 20% of the monthly service fee.

Domains

The domains registered with us have guaranteed uptime of 99.99%. The visibility of your domains is always guaranteed by 3 independent and geographically separated nameservers.

Server Plan guarantees defined times for each operation

Hardware replacement

We think of the restoration of your services in a few minutes

warranty 2 ore

Refund20%

Response to tickets

Your time is precious for which you we guarantee certain response times